TripAdvisor Traveler Rating:

3.05Cleanliness

3.05Location

4.05Rooms

3.05Service

4.05SleepQuality

4.05Value

3.05

“Pretty comfortable, but losing its polish”

Mar 15, 2013Margaret K, Polson

We visit the Seattle metro area frequently, and because we have a large family, asking a family member to house us all is sometimes too much, so we've stayed at Hawthorne suites two or three times now. At this last stay, our check-in service was great. Friendly, courteous Miley got us lined up and gave us helpful hints about places to go. She earns a 5. During our stay, we called about having our room made up, and we'd had the "Do not disturb" sign up, so we wanted to be sure we hadn't missed our chance. The front desk staff was clipped & stated "they'll come anyway," without any reassurance that she would inform housekeeping, or any basic courtesy. It seemed as though I was talking with a petulent 14 year old. Other noticeable items/issues: The swing lock on our door had lost 2 of 3 screws, so it wasn't really operational. The key operation was really difficult to work on our door -- we had to try over & over, pull the door closed further, etc. The Saturday night of our stay, the room next to us was booked for what appeared to be a party, which kept us up quite a while because it was easily overheard.At check-out time, we were running late for a memorial, so I called to be sure we didn't have any other responsibilities. THe front desk staff said he'd check with housekeeping and then get back to me, which he didn't. So, we left town without hearing back. So the scores reflect the check-in (5!), stay (2) and check out (2) scores.Other than that, things were OK.

Read management response to this review.

Management response from HospitalityMgr, Manager

Dear GuestThank you for sharing your concerns with your stay at our hotel. I am glad that your check-in experience was good, but am disappointed to read of your concerns about subsequent interactions with the front-desk as well as some issues with room maintenance. I would like to assure you that we have reviewed your comments with the front-desk as well as our engineering team, and will do our best to improve our service in these areas in the future. I also apologize for the disturbance caused to you by the party in one of the rooms - while we do have a no-party policy in place, some guests may not abide by it.Once again, I would like to assure you that we are working on ensuring your experience with us is better next time.Mike
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